Bilingual Customer Service Representative – Korean at emma-sleep

Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day.     At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let’s make it happen! What You'll Do We are looking for a Native Korean Customer Service Freelancer with at least 1 year of experience in e-commerce or customer support environments. This role is critical in ensuring a smooth and positive shopping experience for our Korean-speaking customers across the entire customer journey—from product discovery to post-purchase support. You will handle customer interactions across multiple platforms, support sales growth, and act as a brand representative in all communications. • Provide pre-sales support: • Respond to product inquiries, availability, pricing, and promotions • Guide customers in selecting the right products • Deliver post-sales support: • Handle order tracking, cancellations, returns, refunds, and exchanges • Resolve complaints related to delivery, product quality, or order issues • Support sales and revenue generation: • Upsell and cross-sell relevant products • Assist in converting inquiries into successful purchases • Manage multi-channel communication: • Email, live chat, and inbound/outbound calls • Marketplace messaging platforms (e.g., Shopee, Lazada, Coupang, Naver Smart Store) • Social commerce channels if applicable • Perform order management tasks: • Order creation, modification, and verification • Coordinate with fulfillment and logistics teams for timely delivery • Maintain accurate records in CRM and e-commerce systems (e.g., Shopify, Zendesk, Freshdesk) • Monitor and respond to customer reviews and ratings on marketplaces • Escalate complex issues and collaborate with internal teams (logistics, warehouse, product, payments) • Ensure compliance with brand voice, tone, and service standards Who We're Looking For • Native-level fluency in Korean (written and spoken) • Proficient in English for internal coordination • Minimum 1 year of customer service experience, preferably in e-commerce or online retail • Experience handling marketplace platforms (Coupang, Naver, Shopee, Lazada, etc.) is highly preferred • Familiarity with order management systems, CRMs, and ticketing tools • Strong understanding of e-commerce workflows (order lifecycle, returns, refunds, logistics) Things to Know Working Requirements • Reliable high-speed internet connection • Quiet, professional workspace suitable for calls • Availability to work in shifts aligned with Korean market hours (including weekends/holidays as needed) • Ability to meet KPIs and service level agreements Performance Metrics • Customer Satisfaction Score (CSAT) • First Response Time (FRT) • Resolution Time • Order Accuracy Rate • Return/Refund Handling Efficiency • Sales Conversion Rate Become an Emmie Emma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up. ​ We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age. Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible!